Purpose and Scope of Position :
The Tier I Help Desk position is responsible for processing all IT related Service Requests and Incidents that are submitted to Acuative's internal Helpdesk. This position will assist the System Administrators with basic server maintenance when workloads permit.
Primary Duties and Responsibilities :
• Provisioning and deprovisioning of PC's and related hardware
• Testing hardware for proper operation
• Disposal of retired hardware
• Troubleshoot hardware and software issues
• Assist with the creation, modification, and deactivation of user accounts in various systems
• Support password resets and account lockout issues
• Log, track, and document all support requests in the IT service management system
• Contribute to the development and maintenance of the IT knowledge base by documenting common issues and their resolutions
• Update and create user guides and documentation for common tasks
• Maintain Onboarding/Offboarding procedure documentation
• Provide Guest WiFi access
Primary Internal and External Contacts :
Internal: LAN Team and End Users.
External: Hardware and Software vendors.
Minimum Qualifications :
• 2+ years experience in a service desk position.
• Strong technical knowledge of basic computer hardware and peripherals.
• Strong technical knowledge of Windows desktop operating systems.
• Strong technical knowledge of Microsoft Office.
• Highly adept at troubleshooting end user issues.
• Skilled at spyware and virus removal.
• Ability to create and deploy disk images for provisioning of PCs
• Excellent oral and written communication skills.
• Organized, self-starter that has superior customer service skills and pays close attention to detail.
Additional Qualifications Desired :
• High School Diploma or GED
• CompTIA A+ certification
Physical Demands :
• Working at a desk on a computer for long periods of time.
• Lifting heavy equipment, such as servers.